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Alexander Lamb

@alexanderlamb1

Customer experience specialist at Independent Consultant who automated Drift support routing to deflect 22% of routine inquiries.

United States

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What I'm looking for

I'm seeking remote, part-time or contract work in customer experience, onboarding and client care, or senior customer support.

At Independent Consultant, I partnered with client success teams to design Drift live-chat routing and self-service knowledge bases that deflected 22% of routine tier-1 inquiries. I also connected Twilio, Drift, and Salesforce data in Looker dashboards to track customer satisfaction, and built automated response and ticket prioritization scripts using Python and Claude API.

At LIXIL, I managed enterprise onboarding and customer care workflows while maintaining a 98%+ CSAT rating. I designed Drift and Intercom routing triggers that reduced first-response times by 40%, and partnered with product teams to address recurring pain points and decrease churn by 15% across key accounts.

Experience

Work history, roles, and key accomplishments

Current

Customer Care & Support Operations Consultant

Current

Independent Consultant

Jan 2024 - Present (2 years 10 months)

Partnered with client success teams to design live chat routing and self-service knowledge bases in Drift, deflecting 22% of routine tier-1 inquiries. Established CSAT tracking frameworks using Looker dashboards and built automated response scripts using Python and Claude API.

Drift Looker Twilio Salesforce Python Claude APIs Customer Journey Mapping CSAT Tracking Knowledge Base Deflection

Senior Customer Experience & Care Specialist

LIXIL

Jan 2022 - Dec 2024 (2 years 11 months)

Managed high-volume client onboarding and customer care workflows, maintaining 98%+ CSAT. Designed automated live-chat routing triggers in Drift/Intercom, reducing first-response times by 40%, and collaborated with product teams to reduce churn by 15%.

Drift Intercom Google Tag Manager BigQuery Looker CSAT Customer Onboarding Churn Reduction QA Dashboard

Client Care & Operations Specialist

KAPITUS

Jan 2018 - Jun 2019 (1 year 5 months)

Led front-line customer care and sales-qualification support, driving an 80%+ increase in qualified onboarding handoffs and a 10%+ lift in SQLs. Streamlined Salesforce CRM ticket routing and auto-responder templates, reducing case handling times by 50%.

Salesforce Ticket Routing Autoresponders Data Hygiene Cron Job Lead Processing

Customer Experience & Remittance Support Manager

Transfast

Sep 2014 - Jun 2017 (2 years 9 months)

Managed cross-border digital acquisition customer support operations, supporting growth in active transaction volume from $10M to $100M annually. Partnered on Firebase event tracking and app install optimizations, and executed user experience testing for Google Pay's international remittance launch.

Firebase Google Analytics 360 KYC User Experience Testing Customer Verification M&A due diligence